RickNRoller
Member
Hi Afrihost people
We have been having issues with our Telkom line for MONTHS with intermittent, poor performance speeds as well as in excess of 20 disconnects in a day. We have logged repeated tickets regarding the issue with support but the most recent ticket (Friday 25th May) takes the cake for complete lack of customer care and not wanting to deal with the issue.
I understand you have a generic response of things to check when people first log a ticket, especially for the non-tech savvy users, but today I got the same generic response from **** in your support team after explicitly listing all the steps we have tried e.g. swapping out routers, cables, ISP connections, filters, removing all devices, only connecting one device via lan cable etc. The best part is when I logged into ClientZone to reply to this generic response, the original ticket was missing from the list of tickets?!?! Where did it go, why is it gone?! He even went as far as to acknowledge that we have gone through the steps (high lighted in bold below) but suggests that we do it again...really!? We've done it countless times and are logging a ticket with Afrihost as a last resort to try get the issue resolved because we are definitely not experiencing any internet joy.
Below is the ticket number where you should be able to see the steps we've tried as well a request to assist with the next steps so please tell me why our request as a paying client was ignored and closed by ***** and what is going to be done to resolve the issue?
[#WCR-152-49999]: ClientZone - Support Request : ADSL Line
I trust that you are well
I know you have gone through most of the following, could I please ask you to go through it once more, before
I log a fault.
We hope that by using the process of elimination we are able to find the cause of the Intermittent
connectivity issue which you are experiencing.
a.) Please disconnect all equipment from the router: including wireless printers, tablets, cell phones, gaming devices etc..
b.) Disable the wireless completely on the router and connect directly with cable to your PC. (Test with just one PC connected directly to the cable) Leave only the router connected for an hour. If that is stable begin to add on 1 device every 30 minutes to see which device is causing the disconnection.
1. Router/Modem
If the front-facing LED lights are solid and flashing green, in general terms this means that the device is working well. If it flashes Red, please contact us for further diagnostics.
Here are three ways to test your router so as to verify if it is functioning well :
1.1. Take the router to the store at which you purchased it, and ask them to test it for you (there is no fee for this).
1.2. Swap your current router with a router which is known to be functioning properly.
1.3 Take your router to a family member/friends home and test it there.
It is also important to check your micro filters by:
2. Filters
Ensure that all filters have not been accidentally moved or disconnected. Filters generally don't need replacement, however to test them, disconnect the
phone lines one at a time to see if the problem persists. If so, replace the filter/s.
Unplugging everything from your telephone line and connect your router directly to your master telephone socket .
If this rectifies the problem, then something which you had unplugged, was the cause. Find it by reconnecting your devices systematically and checking for problems after each one.
If this doesn't fix the problem, try another micro filter.
3. Weather
If your intermittent ADSL connectivity began shortly after poor weather (heavy rains, hail, etc).
If normal wear and tear corroded, or weather damaged the wiring is suspected, you may want to check for dilapidated telephone wires in the exposed areas outside of your home.
4.Hardware
Viruses, Trojans and operating system updates can change the configuration of your operating system.
You can download Super Anti Spyware( there is a free version available). Install it on the PC , perform an update and then a complete scan on the PC’s to remove viruses) .
5. Frequency emitting devices.
A high tech alarm system, electric fencing, cordless phones ,wireless devices or any other frequency emitting device which may be near your network can cause intermittent connectivity. Change the frequency of these devices if you suspect this.
Should you require any further assistance please do not hesitate to contact us, have a great day further.
Have a great day and please let me know if I can help with anything else!
Warm regards
*******
Afrihost - Pure Internet Joy!
We have been having issues with our Telkom line for MONTHS with intermittent, poor performance speeds as well as in excess of 20 disconnects in a day. We have logged repeated tickets regarding the issue with support but the most recent ticket (Friday 25th May) takes the cake for complete lack of customer care and not wanting to deal with the issue.
I understand you have a generic response of things to check when people first log a ticket, especially for the non-tech savvy users, but today I got the same generic response from **** in your support team after explicitly listing all the steps we have tried e.g. swapping out routers, cables, ISP connections, filters, removing all devices, only connecting one device via lan cable etc. The best part is when I logged into ClientZone to reply to this generic response, the original ticket was missing from the list of tickets?!?! Where did it go, why is it gone?! He even went as far as to acknowledge that we have gone through the steps (high lighted in bold below) but suggests that we do it again...really!? We've done it countless times and are logging a ticket with Afrihost as a last resort to try get the issue resolved because we are definitely not experiencing any internet joy.
Below is the ticket number where you should be able to see the steps we've tried as well a request to assist with the next steps so please tell me why our request as a paying client was ignored and closed by ***** and what is going to be done to resolve the issue?
[#WCR-152-49999]: ClientZone - Support Request : ADSL Line
I trust that you are well
I know you have gone through most of the following, could I please ask you to go through it once more, before
I log a fault.
We hope that by using the process of elimination we are able to find the cause of the Intermittent
connectivity issue which you are experiencing.
a.) Please disconnect all equipment from the router: including wireless printers, tablets, cell phones, gaming devices etc..
b.) Disable the wireless completely on the router and connect directly with cable to your PC. (Test with just one PC connected directly to the cable) Leave only the router connected for an hour. If that is stable begin to add on 1 device every 30 minutes to see which device is causing the disconnection.
1. Router/Modem
If the front-facing LED lights are solid and flashing green, in general terms this means that the device is working well. If it flashes Red, please contact us for further diagnostics.
Here are three ways to test your router so as to verify if it is functioning well :
1.1. Take the router to the store at which you purchased it, and ask them to test it for you (there is no fee for this).
1.2. Swap your current router with a router which is known to be functioning properly.
1.3 Take your router to a family member/friends home and test it there.
It is also important to check your micro filters by:
2. Filters
Ensure that all filters have not been accidentally moved or disconnected. Filters generally don't need replacement, however to test them, disconnect the
phone lines one at a time to see if the problem persists. If so, replace the filter/s.
Unplugging everything from your telephone line and connect your router directly to your master telephone socket .
If this rectifies the problem, then something which you had unplugged, was the cause. Find it by reconnecting your devices systematically and checking for problems after each one.
If this doesn't fix the problem, try another micro filter.
3. Weather
If your intermittent ADSL connectivity began shortly after poor weather (heavy rains, hail, etc).
If normal wear and tear corroded, or weather damaged the wiring is suspected, you may want to check for dilapidated telephone wires in the exposed areas outside of your home.
4.Hardware
Viruses, Trojans and operating system updates can change the configuration of your operating system.
You can download Super Anti Spyware( there is a free version available). Install it on the PC , perform an update and then a complete scan on the PC’s to remove viruses) .
5. Frequency emitting devices.
A high tech alarm system, electric fencing, cordless phones ,wireless devices or any other frequency emitting device which may be near your network can cause intermittent connectivity. Change the frequency of these devices if you suspect this.
Should you require any further assistance please do not hesitate to contact us, have a great day further.
Have a great day and please let me know if I can help with anything else!
Warm regards
*******
Afrihost - Pure Internet Joy!
Last edited by a moderator:
Intermittent issues are by far the worst kind! I hope this does get resolved and that your connection returns to normal!